Preferred location-Chicago, IL or Hartland, WI
This role is focused on providing day to day support to IBM customers for their insurance authorizations. This role requires ability to be able to work in cross functional team setting and take individual initiative.
Authorization analyst will be point of contact for all authorization related customer facing tasks. This individual will monitor the daily work queue and upcoming appointments that are not yet completed.
Identify trends in issues and take proactive action to address the underlying causes. Respond directly to customer calls and emails and ensure timely resolution of their reported requests. Use communication skills, past experience and judgement to determine best resolution to the issues and prioritize tasks work queue. Act professionally and complete tasks within agreed upon customer SLA. Develop regular reports to assist in process improvement that help reduce overall turnaround times. Contribute to department attainment of organizational objectives and high client satisfaction.
Responsible for onboarding customers. Will manage onboarding calls, training and be expert at insurance verification and authorizations. Setup and host weekly status calls with customers and increase adoption.
This individual will also be responsible for providing application training to customers and train additional staff members in performing insurance authorizations. Drive quality assurance programs and track metrics related to completed authorizations.
Bring recommendations related to product improvements that can help customers and internal operations team work efficiently.
- Verbal and written communication. This is a client facing role. Ability to perform web and teleconference with customer to help resolve their issues.
- Be professional. Work well under stress or in difficult customer situation. Always be able to keep best interest of customer in mind.
- Manage escalations. Be able to quickly diagnose problems and outline resolution plan.
- Be flexible - Individual will work with multiple different teams, internal and external. Be able to participate in discussions and share information.
A little about us:
IBM is the world’s largest information technology company with more than 360,000 employees serving clients in 170 countries.